As a Manager, Technical Support at Alida, you will play a pivotal role in driving operational excellence and shaping the customer journey. You will manage a global team of analysts across multiple time zones, providing world-class support to our customers and internal employees. This role requires an empathetic, innovative leader who can balance team development, cross-functional strategy, and daily operational performance.
 

Key Responsibilities

• Direct, coach, and empower a global team of Support Analysts
• Manage resource planning, scheduling, and capacity modeling to ensure optimal coverage across time zones
• Serve as the primary escalation point for complex technical issues (including bi-weekly on-call weekend support)
• Monitor daily tasks, enforce SLA compliance, and continuously improve support standards
• Partner with executive stakeholders across Customer Success, Professional Services, IT, and Product to proactively address business challenges and align support initiatives with broader company goals
• Oversee the architecture, creation, and maintenance of operational documentation, training programs, and product release notes
• Assess, implement, and maintain support tools and systems
• Manage vendor relationships, platform migrations, and ensure our technology stack meets the team's needs
• Analyze data related to team productivity, support usage, and content performance to identify trends and implement continuous improvements
• Act as the Support Services point of contact for privacy governance and contribute to SOC2 audit processes

Qualifications & Skills

• Ability to work within the EST time zone
• 5+ years in Technical Support or customer service within a SaaS environment, including 2+ years leading and scaling global, high-performance teams
• Proven track record in resource planning, capacity modeling, and designing comprehensive onboarding and upskilling programs
• Exceptional ability to troubleshoot complex issues and translate technical concepts into actionable business strategies for non-technical stakeholders
• Proficiency in ticketing systems (e.g., Zendesk, Salesforce) and remote hosting tools (e.g., Zoom, Google Meet, WebEx)
• Strong understanding of the software development lifecycle (SDLC) and practical experience with Knowledge-Centered Service (KCS) methodology
• A curious mindset with a desire to leverage emerging technologies, such as AI, to drive operational efficiency
• Fluency in French or additional European languages (e.g., German) is a strong plus

• The typical salary range for this role is $90,000 CAD depending on experience
• We are open to applicants in Toronto or surrounding area in Ontario

The Good Stuff:

• Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry
• Best-in-class company paid benefits for you and your family - offering medical, dental, vision, RRSP matching in Canada, a 401K in the US, and more.
• Unlimited Vacation: Yep, it’s true. Take vacation when you want it, how you want it. Designed to better fit your evolving needs.
• Summer Fridays: Fridays are a day off during July and August. To help provide better balance in the summer months focusing on employee wellness.
• Recognized as one of the Best Workplaces™ in British Columbia for 2024 by Great Place to Work
• Recognized in 2023 as one of the Best Workplaces for Women® 
• Recognized as a Top Employer by British Columbia's Top Employers 2023

About Alida

Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers can help companies make better decisions and drive long term loyalty and growth.

That’s why Alida helps innovative brands create highly engaged research communities to gather feedback that empowers better customer experiences and product innovation.

Leading companies like HBOMax, Adobe, Warner Bros. Discovery, Twitch and lululemon depend on Alida’s community-centered research platform to deliver fast and reliable customer feedback at scale so they can build better products, refine user experiences and test marketing campaigns.

Learn more at www.alida.com.

We can’t wait to meet you!

We understand that applying for a new position takes effort and want to thank you in advance for taking the time to introduce yourself.

At Alida, we’re dedicated to fostering an environment where our employees feel heard, valued and included.

We believe that a diverse team is a core pillar in building better products and services for our global customers and we strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation. Even if you don't meet every single one of the stated requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and others we may have open now or in the future.

Follow us at www.alida.com and engage with us on LinkedIn, Twitter and Instagram.

Alida has an accommodation process in place to provide reasonable accommodation to employees, and to qualified job applicants with a disability during the hiring process. If you require accommodation because of a disability or medical need, please contact [email protected] so that arrangements can be made for the appropriate accommodations to be in place.

Alida takes your private information seriously. Review our Candidate Privacy Statement here to understand how we use and protect your personal information.

Vacancy Status: This posting is for an existing vacancy that we are actively seeking to fill.

Artificial Intelligence Disclosure: Our recruitment process is human-led. While our Applicant Tracking System (ATS) includes an AI-enabled "talent match" feature to help compare applications against job requirements, this tool is not used as a decision making factor and it is not used to rank candidates by suitability. All applications are personally reviewed by our recruitment team, and all decisions regarding interview selection and hiring are made solely by human employees.

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